Refurbish an ExtraHop appliance

The following procedures explain how to prepare an ExtraHop appliance for evaluation.

  1. Verify that you have the correct appliance by reviewing the hardware list in the Appendix.
  2. Download the latest rescue media and overwrite the files on the USB rescue media installed in the appliance.
  3. Connect to the appliance through the latest rescue media and reset to factory defaults.
  4. Run the hardware tests from the rescue media.
  5. Package the appliance for shipment to the next evaluation, including the front bezel plate, rail set, and all cords.

Boot into the rescue media interface

Before you begin

Warning:The rescue media must have the same firmware version that is installed on the ExtraHop appliance, unless you plan to reset the appliance to factory defaults and upgrade to the latest firmware version. To upgrade to the latest firmware version, overwrite your rescue media USB drive with the latest rescue media version.
  1. Make sure that you have only one rescue media inserted into the ExtraHop appliance.
  2. Restart the appliance from a console, serial, or iDRAC connection through one of the methods listed below, in the following recommended order.
    • Log into the Admin UI on the ExtraHop appliance. In the Appliance Settings section, click Shutdown or Restart, and then click Shutdown.
    • Log into the command-line interface with the shell user account, turn on privileged commands, and then restart the system with the restart system command. It can take up to two minutes for the system to restart.
    • Press the power button once without holding, wait a few minutes for the system to shut down, and then press the power button again to restart the appliance.
    • Press and hold the power button until the appliance turns off. Then, press the power button again to restart the appliance. This method should only be tried if the previous methods are unresponsive, as a forced reboot can cause data loss.
  3. When the system reboots, follow the instructions on the screen to access the Boot Manager (or press F11). The steps vary by the hardware manufacturing release. From the Boot Manager menu, select the option for the BIOS boot menu.
  4. Depending on your rescue media type, select to boot from either DVD ROM or USB. Do not select to boot from the NIC or the hard drive.
  5. The rescue media interface should appear. Select ExtraHop Rescue Media and then press ENTER.

Reset the ExtraHop system to factory defaults

To install a copy of the ExtraHop system firmware and remove all existing data and license information, you can reset the appliance to factory defaults.

Note:You can only restore a physical Trace appliance to factory defaults. Virtual Trace appliances must be redeployed.
  1. From the Select Menu Option screen, select ExtraHop System Factory Reset and press ENTER.
  2. Select Yes at the prompt to confirm that all data will be deleted and then press ENTER.
  3. You can perform a secure wipe of the ExtraHop appliance by selecting Yes and then pressing ENTER. A secure wipe can take several hours to complete.
  4. When the installation is complete, select Reboot and then press ENTER to restart the system.
The appliance reboots, performs initialization of the system hardware, and then launches the ExtraHop firmware. Configure the system settings according to the deployment guide for the appliance.

Reset the ExtraHop administrator password

If you have forgotten your ExtraHop password for the Admin UI, you can reset the password to the system default. Then, you can log into the Admin UI for the appliance with the default password and change the default password to a secure password that you select.

Before completing these steps, return to the BIOS Boot Manager and select the option to boot from the system hard drive.

  1. From the Select Menu Option screen, select Reset Settings Menu and then press ENTER.
  2. Select Reset Password and then press ENTER.
  3. At the prompt to apply the change, press ENTER.
  4. Select Return to Main and then select OK and then press ENTER.
  5. Select Reboot and then press ENTER.
  6. Select OK and then press ENTER.

Cable the hardware for testing

Connect cables to the network ports only when you run the NICs (Detection) or NICs (Send/Receive) hardware tests.
  1. Connect the 10 GB ports on the same interface card to each other with a fiber optic cable.
  2. Connect interface 1 to interface 2, and then connect interface 3 to interface 4 with Ethernet cables.

Run the hardware tests

  1. Boot into the rescue media interface.
  2. From the Select Menu Option screen, select Hardware Tests, and then press ENTER.
  3. From the Select Hardware Tests to Run screen, select the tests you want to run. By default, the first seven test are selected and marked with an asterisk. To select or deselect a test, highlight the area to the left of the test, and press ENTER.
  4. Select OK and press ENTER.
  5. As each test completes, the page will pause to enable you to view the results. Press PAGE UP or PAGE DOWN on your keyboard to scroll through the information.
  6. When you are finished reading the results, press any key, and then press Q on your keyboard to proceed to the next test.

Hardware test types

The following table provides information about the hardware tests that are available on the ExtraHop appliance.

Test Description Test Time
Firmware Verifies that the firmware version is correct by checking the MD5 sums on both the base firmware and the ExtraHop firmware. 5 seconds
Hard Drives Performs a test of all hard drives in the appliance. 5 to 10 seconds
Raid Controller Checks the RAID statistics and gives a summary of any errors. 5 seconds
Card Slot Placement Verifies that additional SSL and 10G cards are installed in the correct slots. 5 seconds
SSL Offload Turns on the card and performs two decryption tests. 5 seconds
NICs (Detection) Checks the appliance to ensure the number of detected interfaces matches the number of interfaces on the appliance. The result displays the number of interfaces detected and whether the detection test has passed. 5 to 10 seconds
NICs (Send/Receive) Verifies that the interfaces are working by sending and receiving data through the NICs. 1 minutes
Extended Hard Drive Test Performs a thorough test of the hard drive. This test can take up to 24 hours and checks every sector of every hard drive for errors. Run this test separately and only if there were errors in the previous hard drive tests. Up to 24 hours

Interpreting hardware test results

The following table provides information about how to resolve hardware tests failures.

If the steps in the Resolution column are unsuccessful, contact ExtraHop Support.
Test Failure Description Resolution
Firmware If a firmware test fails, the firmware or base image file might be corrupt. Return to the rescue media interface, and select ExtraHop System Recovery. If this option fails, return to the rescue media interface, and select ExtraHop System Factory Reset.
Hard Drives If the hard drive test fails, the drive might not be present or the drive might not be secure inside the slot. Seat the drive correctly in the slot and run the test again. If the error persists, contact ExtraHop Support to replace the drive.
Raid Controller If the RAID controller test fails, the drives might not be present or the drives might not be secure inside the slots. Seat the drive correctly in the slots and run the test again. If the error persists, contact ExtraHop Support to replace the drives.
Card Slot Placement If the card slot placement test fails, the output shows a slot mismatch for the 10G or SSL cards. Designated slots vary by appliance model. To verify the designated slots, refer to your appliance documentation. If you have trouble replacing the cards in the correct slots, contact ExtraHop Support.
SSL Offload If the SSL offload test fails, the SSL card was not initialized properly or it might be in the incorrect slot. Ensure that the SSL card is in the correct slot. If you have trouble replacing the cards in the correct slots, contact ExtraHop Support.
NICs (Detection) The output of the NIC detection test is a list of fiber interfaces and Ethernet interfaces on the ExtraHop appliance. Ensure that the number of detected interfaces matches the number of interfaces on the ExtraHop appliance. If one or more interfaces are not listed, ensure that all network interfaces and cards are present. If they are present and the system does not detect them, contact ExtraHop Support.
NICs (Send/Receive) Ensure that the number of detected interfaces matches the number of interfaces on the ExtraHop appliance. If one or more interfaces are not listed, ensure that all network interfaces and cards are present. If they are present and the system does not detect them, contact ExtraHop Support. Ensure that the cables are properly connected and restart the ExtraHop system. If the error persists, read the output to determine whether traffic was unable to send or receive. If there is no traffic, the NIC might be defective. To replace a defective NIC, contact ExtraHop Support.
Extended Hard Drive Test   Contact ExtraHop Support

Appendix

EDA 6200

EDA 8200

EDA 9200

EDA 10200

EXA 5200

ETA 8250

ESU

Published 2020-09-15 19:57